Why business chatbots must understand customer intent

Not all bots are created equal. To find one that can help you meet business goals, you're going to need one that can do much more than obey a few simple commands or respond humorously to questions. If your criteria for success goes beyond entertainment and engagement, and you're looking to achieve tangible business benefits -- such as reducing call volumes to the contact center or offsetting online shopping cart abandonment over the holiday season -- then understanding the difference between chatbots is critical. If you've ever engaged a virtual assistant like Alexa (or Google Assistant, Siri, or Cortana), then you probably don't have a lot of confidence in their ability to help improve your business in a serious way. And you're correct to be skeptical.